Posted by Dorothy George on Mon, Jan 30, 2012
From the cable TV provider to the barber to an online shopping experience, everyone wants you to complete a customer service survey. Now your local auto repair shop is asking you to do the same thing. Do these surveys really mean anything or are they a complete waste of time? Well the answer will depend on the specific business, but here at British American Auto Care, we use the information you provide in the survey to improve your customer service experience.
You may have noticed we’ve switched our customer service survey format from a postcard to an online entry. It’s greener and it's easy to complete while you’re waiting in line with your mobile device at the grocery or hardware store, or while your at home catching up on e-mails.
Customer feedback is important to us, and that is why you’ll find a survey sample tag in your car after we’ve completed our work. We want to make sure we’ve met or exceeded your expectations for timeliness, professionalism, quality, accuracy, and value. Plus, if there is additional feedback you’d like to provide that we don't specifically ask about, we’d like to review that, too. Just add your remarks to the comment section.
This survey can be as anonymous or specific as you like. If you’re interested in a reply or for us to pass along compliments to your service advisor and technician, please enter your repair order number (ex. 12345). It’s at the top center of your invoice. There’s no need to supply any personal or vehicle information online.
You can find the window tag survey online at: http://survey.acdelcocrs.com. Our 6-digit shop code is: 655339.
Another way we get feedback from our customers is via a personal phone call. We’re planning to expand the percentage of customers we follow up with this way. When we call, our goal is to only take 2-5 minutes of your time, but we’re happy to spend longer with you. These calls are made on weekends.
You can also initiate feedback with us by filling out the “Contact Us” form on our website.
So, please join us in our ongoing interest in dialoguing about how we’re doing. We’d love to hear from you.
Posted by Brian England on Mon, Jan 23, 2012
When we started performing complicated auto repair diagnostics we were the first auto repair shop in Columbia to offer diagnostics forms online. Here are 6 commonly asked questions that we get asked about the diagnostic forms and the answers.
Q: Why are diagnostic forms important?
A: They are important for the following reasons.
- They help to clearly identify and define the problem.
- They make the customer more aware of what is involved in diagnosing the problem.
- They cut down the diagnostic time and therefore the price of the job.
- They allow the technician to know just what you are experiencing.
Q: What if I do not know anything about cars? Can I still use the diagnostic form?
A: You can still use the forms; you do not need to know anything about cars to tell us what you are experiencing. The forms are easy to understand so you can gather information for us.
Q: What parts of the car do you have diagnostic forms for?
A: We have forms that you can download for most of the things you are likely to come across. Here is a list and the links.
Q: It sounds like it is complicated
A: It is not complicated, it is more like a partnership, We work together to gather information so that we are going after the right problem.
Q: I am not sure what form to use; what do I do?
A: We can help with that, give us a call and we will talk about the symptoms you are experiancing and we will guide you to the right form.
Q: Do I have to do it this way? Can I just bring my car in and talk to you personally
A: Absolutely, we can go over the problem and take a test drive.
Posted by Brian England on Mon, Jan 16, 2012
Today we come across customers who claim to be experts in auto repair, but in just a short time we can tell that their experience is limited to oil changes coupled with access to a computer.
Many of the machines we use on a daily basis have got complicated. It has become harder and harder to understand exactly how they work. A basic clothes dryer has many sensors and a processor. If it stops working, you need to understand electrical circuits and electronics to perform repairs.
With a modern car there are many electrical circuits coupled with many computers. Nearly every mechanical system in a car has an electronic component. More than ever, auto repair has become a very highly skilled trade. It can take a skilled technician 10 or more years to learn his trade coupled with a college education and weeks of electronic training. That, along with an ongoing training program, is what it takes to truly qualify as an “auto repair expert”.
Most customers don't have that level of training. It’s become a tradition in the auto repair industry to help build trust with customers by helping to educate them on the repairs being performed on their car. As systems have become more and more complicated, this has become more and more difficult. We ensure that our service writers are trained in being able to communicate complex repairs to customers in language that they can understand, but it's almost like translating a foreign language. There may be nuances that do not have a direct translation. That's where trust comes into play. If you've done your homework, and selected an auto repair facility that has good quality control and service practices it makes it easier to take that leap and trust them.
It's similar to when an IT person drops by to fix an issue on my computer. It seems like they fiddle around for half hour or so and then are gone. And, if all goes well, when they leave, everything is fixed. I just pay the bill and feel happy that I can continue working. I have known my IT guy for a number of years, and I know he does a great job, therefore I don’t need to know all the details.
Think of your auto repair experts in the same way. Pick a facility that you know has a good hiring and training program with real "Auto Repair Experts" on staff, and it will be a lot easier to take that leap, and trust that they will get the job done!
Posted by Brian England on Mon, Jan 09, 2012
British American Auto Care is one of only two Columbia auto repair shops to get a top rating by the 2011 Washington Consumers Checkbook for price. Plus, we received a rating of 79% in all the other categories and were rated by the more people than any other auto repair shop in Howard County.
We were thrilled with this rating because we work very hard to provide estimates and repairs that represent outstanding value. In the past couple of years we have searched for quality auto parts that we can stand behind when manufacturers' parts are expensive. We have been able to find quality drive shafts, suspension parts and brake parts that represent great value to our customers.
On older cars we have also tried to find auto parts that make repairs more affordable without sacrificing quality. All our quality repairs come with a 2 year 24,000 mile parts and labor warranty.
One of the ways we are able to be sure of consistent, quality car repairs is because we are the only auto repair shop in Howard County to have a customer service coordinator. His job is to call the customer the day before to set up the job, to road test cars with the customer when needed, to oversea all the "while you wait services" and to perform a final road test.
We constantly look for ways to ensure that every customer that walks through the door gets outstanding quality each time they visit our shop!
Posted by Brian England on Mon, Jan 02, 2012
So, you would like to have some work done on your car and need an estimate for the cost of repairs. What's the best way to ensure a good outcome? Well, even though you may have thoroughly checked out a shop, it's a good idea to be sure you understand exactly what services are being recommended and what the associated charges are.
Here are nine steps to making sure you are on top of things when it comes to understanding and authorizing a car repair estimate.
- When you drop your car off have a list of items you would like addressed. Be sure to go over each item with your service advisor or auto mechanic. You'll want to understand whether or not an item is included as part of a "package price" and whether there will be any associated diagnostic charges.
- When you receive a call back from the garage make sure all the items you asked for are addressed in the estimate and that they provide you with a total price that includes everything.
- For each individual item, be sure you understand the total cost, including parts and labor.
- Sometimes, your service advisor may call you back to indicate that they require more time than originally estimated to diagnose the problem with your vehicle. If this is the case, hold off on authorizing other work until you have a complete picture.
- Ask the service advisor to recommend service and repairs based on the following order of priorities: 1) Safety, 2) Reliability, 3) Preventive maintenance, 4) Future Issues
- Pick the services you want performed and ask for a total. Record this amount and whom you spoke to. Remember they are giving you an estimate, and MD law requires it to be within 10% of the final price.
- If you are concerned that you don't understand the more technical aspects of the repair, you may want to plan to have a more technically minded friend or relative call to discuss the issue. But remember there may be some technical issues that come up that only two technicians can communicate on.
- If you what to check an estimate online or with another shop be careful you are comparing like services. I have compared many jobs using the internet and found there can be wide margins of difference in the work performed between shops.
- And finally, clearly communicate the services you are authorizing. Even though a phone call authorization is ok, it would not hurt to e-mail the shop with your authorization. That way, if you have misunderstood something they will be able to call you back and clarify it for you.
Following these steps can help to eliminate miscommunication and put you on the road to maintaining a great relationship with your local repair shop.
Posted by Brian England on Wed, Dec 28, 2011
On the AAA Car Care website it says: “AAA Car Care Auto Repair From a Name You Trust". Most people reading this would think that the AAA Car Care facility meets AAA standards, but it does NOT.
They are NOT AAA Approved Auto Repair facilities.
Take Towson, MD for example. AAA has opened a AAA Car Care facility there, but if you look at the list of AAA approved auto repair shops listed on AAA website for the Towson area, it doesn't appear. The shops listed include:
- Brooks-Huff Goodyear
- Heritage HondaServiceCenter
- Brooks Huff of Padonia
- GreenspringShellCarCareCenter
- CarneyCarCareCenter
- Heritage Honda
- Heritage Chrysler/Jeep/VW
- K & S Associates
- Brooks-Huff Tire & Auto
Their Towson AAA Car Care facility is no where to be seen! This is because it does NOT meet their own Mid-Atlantic AAA approved auto repair (AAR) facility standards.
AAA has also opened a AAA Car Care facility in Frederick, MD, and the same applies.
This is false advertising, or at the very least it is misleading to their members.
How can AAA be an auto club and perform auto repair? They should do one or another. They are recommending their own (unapproved) shops above shops that have been certified to meet criteria that they established.
This stinks of unfair competition and unfair trade practices for the following reasons:
- The AAA shops in many towns, like Towson and Frederick, MD have supported and promoted the AAA brand for many years. They have welcomed AAA staff into their facilities to evaluate them and to make sure they are following AAA approved standards. AAA has had insight into how the garages are run and what the industry best practices are. AAA is now using that same information to compete against the shops that gave them access to their information and their facilities.
- AAA can't be an independent spokesperson for an industry when they are now players in the very industry they maybe commenting on. There is a very clear conflict of interest.
- Some AAA shops have run free auto clinics for AAA members. Now AAA is paying these shops back by going into direct competition with them. AAA approved shops pay AAA each year to be in a program that is now coming back to bite them.
- AAA can promote their own shops above the approved shops. Already they have their shops are listed before the AAA approved shops. They have one set of criteria for their own shops, and another set of criteria for independent shops. How is that trustworthy?
This is ethically wrong. AAA should be stopped from opening any more shops until these issues are resolved.
Posted by Brian England on Tue, Dec 20, 2011
So...how exactly do you figure out the best place to purchase auto tires? What should you be looking for? Is the internet the best place to buy or should you just go to a tire shop? These are probably the kind of questions that go through your mind when you have to replace your automobile tires.
Well, when it comes to tires there are many things to consider. If you've already found a good auto repair shop that you trust, chances are that shop is going to be the best place to go for your new tires. This is because you want to go to a place where they know your car and are going to look after your tires when there is an issue, puncture, tire wear, etc.
Many years ago British American Auto Care didn’t sell tires because we thought we couldn’t beat the mass merchandisers on price, but we ended up getting fed up. So many of our customers were coming in to our shop with complaints about auto handling and vibration problems caused by poor quality tires that we had to take action. We stepped in and began selling quality tires. We started selling thousands of dollars of tires a month, and slowly, as our customers took our advice, the handling and vibration problems went away.
You may think that a shop that specializes in tires will be more likely to have the tire you need in stock, but it may just be that they end up selling you the tire they do have in stock, not necessarily the best choice for you.
We purchase tires from warehouses that have staffs with decades of experience on tires, and now we sell tires at a competitive price that includes installation, balancing and road hazard care. This translates to great, one stop shopping for you that you may not get at your local tire shop or mass merchandiser.
Some customers are tempted to buy tires online, but the problem with this is the split responsibility of having someone different to install the tires. We have sometimes had to source hard to find tires online, and we have never been happy about they way they arrive. It seems that people believe that just because tires are made of something that is flexible they don't have to use care in transporting them. This is far from the truth.
Having one place responsible for 1) advice on the proper tires for your car, 2) installation and 3) warranting the tires is the best way to go, and if that place knows you and your car, then all the better.
Posted by Brian England on Mon, Dec 12, 2011
Ask the independent auto repair shop that services your car how many different oils they keep in stock?
If the answer is just two or three oils then there is a good chance that the wrong oil is going into your car's engine. A few years ago an independent auto repair shop could stock just a few oils and have complete coverage. Now anywhere from 15-20 different oils are needed to have full coverage of popular cars.
Oils have changed dramatically, car makers want to get the most mpg and have their engines last a long time. They could be saddled with expensive warranty claims now that they have anywhere from 36k to 100k drive train warranties.
GM owners should be aware that their engineers have developed the dexos engine oil specification. This specification is designed to extend the life of the emissions system, increase mpg, require fewer oil changes and produce fewer emissions.
The new GF-5 specification is an advanced oil that allows longer periods between oil changes without loss of lubrication qualities, sludge build up or damage to your catalytic convertor.
Often I hear the expression “just an oil change”, well there are companies that offer “just an oil change”, but there is a good chance it will be inferior to using the right oil and the right oil filter. When you are protecting a modern complex engine that can cost anywhere from $6000 to $15,000 (or even more in some cases) it is best to be sure you are not penny wise pound foolish.
When you pick an auto repair shop to perform your oil change be sure they follow the manufactures check list that includes checking the safety features of your vehicle.The auto repair shop you chose should put your vehicle on a lift that leaves the wheels free to rotate and have technicians that are trained to perform preventive maintenance services not “just an oil change”!!
Posted by Brian England on Mon, Dec 05, 2011
Manufacturers of automobiles have chosen to use many long-life auto parts and fluids to cut back on the maintenance costs of their vehicles. The manufacturers of these 'long-life' products make many claims about how long they last. For example Nissan uses an anti-freeze that the manufacturers say lasts ten years or 120,000 miles. However, Nissan recommends that car owners change it every four years or 60,000 miles. Why the difference???
Car makers know their vehicles. They know their engines and their cooling systems. They also know that if they don't get their recommendation correct and parts of the cooling system fail early, they will be the ones paying for the warranty repairs. For many years GM has used an antifreeze that is promoted to last for five years or 50,000 miles. For some reason most people think of maintenance in terms of miles rather than time and this leads to terrible problems because this antifreeze breaks down and becomes a sludge with time. We have seen cars with only 24,000 miles on them with leaking water pumps and clogged up heaters.
This same "time versus mileage" dynamic also exists with spark plugs. There are claims that spark plugs last for 100,000 miles. In some cases this can be true, but everything depends on the type and conditions of use. We have seen "100,000" mile spark plugs fail way before 100,000 miles. Conversely, we have also seen spark plugs working quite well beyond the expected lifetime.
Just like it's important that the auto manufacturers know their vehicles' performance when it comes to recommending maintenance cycles for long life auto parts, it's also important that your automotive technician know your vehicle and how you use it. He can then make recommendations based on your usage patterns rather than some set period. That way your car is much more likely to run reliably for many years.
Posted by Brian England on Tue, Nov 29, 2011
Many prospective car owners know that SUV's don't get the best mileage, but what about auto service and repair costs? Well, if you are thinking of buying an SUV, it's probably a good idea to look at the total picture. Here are 7 positives and 7 negatives to consider if you are thinking about purchasing an SUV.
Postives:
- Higher Driving Position - The seats on SUV's are much higher than a standard auto. You will have a much better view of road.
- More Comfortable Seats - The seats on many SUV's are better. You will sit more like you do in a normal chair.
- 4-Wheel Drive - Most SUV manufacturers offer a 4-wheel drive (4WD) option. This can be an advantage on slippery roads that you might come across in bad weather (e.g. snow or rain) or if you are driving across rough terrain (e.g. mud, gravel, dirt roads, etc.)
- Added Protection - SUV's offer more protection than a small car in an accident.
- Better for Towing - If you are thinking of towing something, you are more likely to find an SUV that offers the tow capacity you are looking for.
- Ease of Loading - It can be a lot easier to load (and unload) things in the back of the vehicle. Plus, most SUV's offer more practical space than a standard trunk.
- Statement Vehicles - Some of the larger vehicles make a statement about the driver, and if you want to stand out when you are on the road this may be a positive for you, for example the Hummer.
Negatives:
- Purchase Price - The prices for SUV's start higher than a standard vehicle, so they can cost more to buy.
- Lower MPG - SUV's typically get lower gas mileage than standard cars, so they can cost a lot more to run.
- Higher Maintenance Costs - SUV's can cost more to maintain. Things like tires and brakes are typically more expensive.
- More Complex Vehicles - 4-Wheel Drive SUV's are more complicated, as a result there are just more things that can go wrong. The transmissions are more complicated, and they have an extra axle.
- More Difficult to Park - Larger SUV's are more difficult to park and in general are not very practical for use in crowded or older cities where parking spaces are at a premium or streets are very narrow.
- 4WD Option Not Really Needed - Many SUV owners lament that they never use the 4WD. Whereas this may not be a common complaint in Syracuse, NY, owners of SUV's in the Baltimore/Washington metro area may only use the 4WD a few times a year. It may not be worth the added cost.
- Handling Issues - Higher vehicles have a higher center of gravity. As a result, in emergency driving situations, SUV’s do not handle as well as a car that has a lower center of gravity.